Taking the helm of a technology company using a unique combination of philosophical concepts for staff engagement in tandem with modern customer service strategies has driven the success of this business.
The impact of technology on business has been the biggest game changer in our time; there wouldn’t be a business today that doesn’t rely on some form of technology in its day-to-day running.
Every business seminar talks about it, and the most popular success stories centre on how companies like Uber, AirBnB and Amazon have led the change. Uber, a taxi company that doesn’t own a car; AirBnB, an accommodation chain that doesn’t own a bed let alone a hotel; and Amazon, a supermarket with no trolleys.
Stephen Canning, the CEO of JCurve Solutions (ASX: JCS), agrees those companies have had a massive impact on the way business is practised in the twenty-first century, but his take is slightly different. “I think the biggest impact those companies have had is in the area of customer expectations,” he says.
Uber claims your waiting time in Sydney for a ride is just over three minutes, so while they have revolutionised the taxi industry, Stephen believes it’s their customer service which is having a greater impact on the wider business community.
For Stephen, “these days it’s about understanding what’s happening with customer expectations and then exceeding those expectations. Whether you’re a small business or a very large business, customer expectations are constantly evolving.